Yanilde Macedo
Houston
Summary
Dedicated Customer service professional with seven years of experience solid team player with positive demeanor and proven skills in establishing rapport with clients. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Sales Representative
Academy Sports And Outdoors
06.2020 - Current
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
- Organized racks and shelves to maintain store visual appeal.
- Prepared merchandise for sales floor by pricing or tagging.
Customer Service Representative
Verizon
04.2018 - 12.2019
- Answered an average of 30 calls and emails each day, addressing customer enquiries, solving problems and providing product information.
- Adhered to company policies and scripts to constantly achieve call-time and quality standards.
- Scored in the top 5% of employees for achieving the lowest cancellation rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Call Center Representative
Abs Supplies
10.2016 - 03.2018
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Consistently maintained 95% customer service satisfaction ratings through quality control.
- Resolved concerns with products or services to help with retention and drive sales
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Education
Associate of Arts - Finance
Houston Community College
Houston, TX12.2017
Skills
- Complaint Resolution
- Detail-oriented
- Multitasking and time management in a fast paced environment
- Empathetic and patient-focused approach to addressing concerns
- Strong customer service sand communication skills
- Ability to manage high call volumes and handle inquiries efficiently
- Sales force CRM
- Technical support
Timeline
Customer Sales Representative
Academy Sports And Outdoors
06.2020 - Current
Customer Service Representative
Verizon
04.2018 - 12.2019
Call Center Representative
Abs Supplies
10.2016 - 03.2018
Associate of Arts - Finance
Houston Community College
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